Refund Policy

1. Our Commitment

At Bakers Route, every product is baked fresh with care. We take pride in the quality of our baked goods and aim for complete customer satisfaction. If something isn't right with your order, please contact us within the timeframe specified below and we will do our best to make it right.

2. Non-Returnable Nature of Food Products

As a food business, all our products are perishable and made fresh. For hygiene and food safety reasons, we do not accept returns of opened or consumed products. However, we offer refunds or replacements in specific circumstances as described in this policy.

This policy does not affect your statutory rights under applicable Indian consumer protection laws.

3. When You Are Eligible for a Refund

You may be eligible for a full refund or replacement in the following situations:

• Wrong item delivered — you received a product different from what you ordered.
• Missing item — part of your order was not delivered.
• Damaged on delivery — the product was visibly damaged due to mishandling during delivery (photographic evidence required).
• Quality issue — the product is stale, has an off smell/taste, or clearly does not meet food safety standards (must be reported within 2 hours of delivery).
• Significantly different from description — the product materially differs from what was described or customised (e.g. wrong flavour, wrong inscription).

4. When Refunds Are Not Applicable

• Dissatisfaction with taste preferences (subjective taste differences are not a defect).
• Minor variations in colour, decoration, or appearance from product images or references — handcrafted items naturally vary.
• Damage caused after successful delivery handover to the customer.
• Products that have been fully or partially consumed before raising a complaint.
• Delays caused by incorrect address, unavailability at delivery location, or circumstances beyond our control (traffic, weather, etc.).
• Change of mind after the order is confirmed.
• Custom cake orders where production has already commenced.

5. Cancellation Refund Schedule

If you need to cancel your order, the refund amount depends on how much notice you give us:

6. How to Raise a Refund Request

Follow these steps to initiate a refund or replacement:

• Step 1: Contact us via WhatsApp (+91 98765 43210) or email (hello@bakersroute.in) within 2 hours of delivery for quality issues, or before delivery begins for cancellations.
• Step 2: Provide your order details — name, mobile number, order items, and delivery date.
• Step 3: Share clear photographs of the issue (for damage or quality complaints).
• Step 4: Our team will review your request and respond within 4 business hours.
• Step 5: If approved, a refund or replacement will be arranged as described below.

7. Refund Methods & Timelines

Approved refunds are processed as follows:

• UPI / Bank Transfer: Refunded to the original payment source within 3–5 business days.
• Store Credit: Applied to your Bakers Route account instantly for use on future orders.
• Replacement: A fresh product will be delivered at the earliest available slot at no additional charge.
• Cash on Delivery orders: Refunds are issued via UPI or bank transfer to your provided account details.

We will always confirm the refund method with you before processing. Store credit may be offered as an alternative to bank refunds for faster resolution.

8. Custom Cake Specific Policy

Custom cakes involve significant preparation time and resources. Please note:

• A refund for a custom cake is only applicable if the cake was fundamentally incorrect (e.g. completely wrong flavour, wrong name on the cake, severe structural damage on delivery).
• Artistic variations in design compared to reference photos are expected with handcrafted products and do not qualify for a refund.
• If the size or weight is significantly less than ordered, we will offer a partial refund proportional to the shortfall.